R&d Operation Monitoring Technical Lead-service Support

Company Descriptionis a global financial technology company that s helping banks and the financial services industry to reimagine how to operate in an increasingly digital world SBS is a trusted partner of more than 1 500 financial institutions and large-scale lenders in 80 countries worldwide including Santander Societxc3xa9 Generale KCB Bank Kensington Mortgages Mercedes-Benz and Toyota FS Its cloud platform offers clients a composable architecture to digitize operations ranging from banking lending compliance to payments and consumer and asset finance With 3 400 employees in 50 offices SBS is recognized as a Top 10 European Fintech company by IDC and as a leader in Omdia s Universe Digital Banking Platforms xc2xb7Major Incident Ownership Act as the primary point of contact for all Major Incidents ensuring effective coordination and the seamless flow of information between all involved parties Take ownership of end-to-end incident resolution from logging and categorization to final closure Incident Management Responsibilities Ensure all incidents are accurately recorded categorized and routed to the appropriate resolver groups in a timely manner Monitor incident aging and take proactive actions to minimize resolution delays Manage communications with customers vendors and internal stakeholders to provide timely updates and progress during live incidents Facilitate bridge calls and collaboration between resolver teams to expedite incident resolution Reporting and Post-Incident Activities Compile and distribute Major Incident Reports MIRs within specified SLAs ensuring a comprehensive and accurate summary of the incident and its resolution Document root cause analysis RCA and collaborate with Problem Management to ensure follow-up actions are tracked and completed Maintain a Major Incident database to record disruptions downtime and incident trends Proactive Incident Management Analyze incident trends using tools like Pareto analysis to identify recurring issues and propose service improvement plans Drive continuous service improvement initiatives by collaborating with service desk teams process managers and senior IT management Proactively identify gaps in processes and raise improvement proposals as part of the Continuous Service Improvement process Stakeholder Collaboration Work closely with Service Desk Change Problem and Knowledge managers to ensure efficient process integration and alignment Ensure all stakeholders customers and end-users are informed of key updates and upcoming events including forward schedules of changes or activities Process Governance and Communication Monitor and report on the effectiveness of the Incident Management process by designing metrics and KPIs to track performance and quality indicators Conduct reviews of major incidents with resolver groups and stakeholders to identify improvement opportunities Present and promote the Incident Management process to internal teams and customers ensuring alignment and awareness Service Improvement and Metrics Develop and maintain appropriate reporting frameworks to measure incident resolution performance and identify areas of improvement Provide regular performance reports and insights to senior IT leadership to drive strategic decisions Total Experience Expected 06-08 yearsQualificationsMinimum Qualifications Experience and Certification Minimum 5 years of experience in Incident Management with proven expertise in managing major incidents ITIL V3 V4 certification is required with a strong understanding of ITIL Incident Management methodologies Hands-on experience working with ITSM tools e g Alemba Jira ITSM Incident Management Skills Demonstrated experience in managing high-priority incidents P1 P2 from initiation to resolution while minimizing impact on business operations Proven ability to drive incident investigations coordinating cross-functional teams to ensure swift resolution and root cause identification Expertise in establishing and managing bridge calls TEAMS groups and real-time communication channels to ensure effective collaboration during outages Proficiency in providing timely updates and notifications to both internal and external stakeholders during incidents Reporting and Documentation Skilled in documenting the chronology of events creating Major Incident Reports and publishing these reports to customers in a timely manner Ensure follow-up actions and root cause analysis are documented and addressed Maintain accurate and comprehensive customer-visible communications appended to the incident record Communication and Stakeholder Management Excellent communication skills including preparing clear concise and persuasive written communications and presentations for varied audiences Ability to manage strong relationships with customers and stakeholders demonstrating empathy and professionalism during incidents Analytical and Problem-Solving Skills Strong analytical decision-making and problem-solving capabilities including assessing Requests for Change RFCs and evaluating risks during incidents Ability to facilitate smooth transitions of resolved major incidents to Problem Management for root cause investigation and long-term fixes Flexibility and Availability Willingness to provide on-call support and work outside regular business hours to ensure incident management coverage Additional Attributes Understanding of incident prioritization and escalation processes Proactive approach to identifying gaps in incident management processes and recommending process improvements Familiarity with Service Level Agreements SLAs and ensuring compliance during incident handling Preferred Qualifications Certifications and Methodologies ITIL Intermediate certification or higher is highly desirable Strong understanding of Incident Problem and Change Management processes under the ITIL framework Service Management Expertise Experience with service management and monitoring tools such as ServiceNow BMC Remedy SolarWinds or similar platforms Demonstrated experience in managing events and alerts ensuring timely responses to minimize business impact Leadership and Collaboration Proven experience in leading and influencing cross-functional teams including managers vendors and customers to deliver business-focused solutions within tight deadlines and budget constraints Ability to foster strong collaboration and partnerships across teams and stakeholders Problem-Solving and Adaptability Strong adaptive problem-solving skills capable of analyzing and addressing complex undefined or evolving challenges in a dynamic environment Evidence of creative and critical thinking to deliver practical and effective solutions Technology Awareness Up-to-date knowledge of emerging technologies IT best practices and industry trends Familiarity with modern monitoring techniques and automation tools to enhance incident detection and resolution Additional InformationAt our organization we are committed to fighting against all forms of discrimination We foster a work environment that is inclusive and respectful of all differences All of our positions are open to people with disabilities